Products not becoming searchable
A product can appear in Zubby before its searchable AI representation is ready. Use the merchant-visible checks below to distinguish a source-data problem, an incomplete catalog sync, an indexing delay, or a wider service incident.
What search indexing means
Zubby prepares approved product titles, descriptions, variants, and merchandising context for AI retrieval. Until that work finishes, a product may be visible in Catalog but absent from shopper answers and recommendations.
Step-by-step merchant checks
Confirm the source product is sellable
Open the product in Shopify, WooCommerce, or your custom source system. Confirm it is published, has a useful title and description, includes at least one purchasable variant, and is available to the intended sales channel. Correct source-of-truth fields before syncing or pushing it again.Compare the product in Catalog
OpenCatalog → Products, search by the exact title or SKU, and compare its status, description, variants, price, and availability with the source system. If it is absent or stale, run a connector Trigger sync for Shopify/WooCommerce, or re-POST the product to/api/public/v1/catalogfor a custom store, then wait for indexing.Review catalog readiness
Check the Catalog readiness panel for active products, variants, description gaps, and the latest synced product. Open a representative product detail page to verify that the data needed for a useful answer is actually present.Check merchant activity and alerts
Open Store Details for recent sync or job state and review Notifications for catalog, connection, or indexing failures. Follow only the retry or reconnection action shown in the merchant workspace.Check for a service incident
Visit Zubby support. If catalog search or AI service is degraded, avoid repeated full syncs and test again after the incident is resolved.Re-index a small sample
InCatalog → Products, select one or a few affected products and choose Re-index. Start with a small sample so you can confirm the result before applying the action to a large catalog.Test the storefront result
Ask for the exact product title or SKU, then try a natural-language buying request that should match it. Confirm the answer names the correct product, price, variant, and availability rather than treating a completed dashboard action as proof.Send support a reproducible case
If the product still does not appear, contact hello@zubbyai.com with the store ID, platform product ID, product URL, affected query, timestamp and time zone, the last visible sync state, and screenshots of the merchant-visible error. Do not send storefront secrets or API keys.
What the symptom usually means
| Merchant-visible symptom | Likely area | Next merchant action |
|---|---|---|
| Product is missing from Catalog. | Connection, source status, or catalog sync. | Correct the source record, verify the connection, then trigger one sync. |
| Product is present but fields are stale. | Source update or sync delay. | Compare source fields and the latest sync time, then retry once. |
| Product is current but absent from AI answers. | Indexing, an exclusion rule, stock eligibility, an AI cap, or insufficient content. | Check exclusions, purchasable variants and AI budget first. Improve missing source content, then re-index a small sample if needed. |
| Only some products are searchable. | Incomplete sync, description gaps, or partial indexing. | Filter the affected set and compare a few representative records. |
| Support confirms a service incident. | Zubby service availability. | Wait for resolution and avoid repeated bulk retries. |
Use bulk actions carefully
Repeated full-catalog syncs and re-indexes can consume processing and make diagnosis harder. Validate one small batch first, keep the store and product IDs for your support case, and use the Billing and usage pages for the limits actually shown on your account.
Evidence that the issue is resolved
- The latest catalog sync has completed and representative source fields match.
- The affected product has active, purchasable variants and sufficient descriptive content.
- Exact-title, SKU, and natural-language storefront tests return the intended product.
- Price, availability, and variant details in the answer agree with the commerce platform.